Customer Service Coordinator

External Job Description

THE ROLE 

The Customer Service Coordinator supports Jeld Wen’s commitment to providing world-class service ensuring customer orders and quotes are handled in an efficient, timely and professional manner. This role supports order and quote entry workflow improvements and Retail Sales initiatives. This position is expected to consistently demonstrate a high level of accuracy and report/escalate issues that may impede fulfillment. 

Principle Duties and Responsibilities

• Maintain a thorough understanding of the JELD-WEN customer(s) and their needs.
• Enter and revise manual quotes and orders.
• Respond to customer inquiries in a timely, courteous, and professional manner following established guidelines.
• Assist with resolving routine customer questions or concerns, escalating issues as needed.
• Collaborate with internal partners (e.g., Operations, Warranty, Marketing, or Sales) to resolve customer issues and ensure timely resolution.
• Use company systems to document customer interactions and follow up when required.
• Identify issues that fall outside standard procedures and escalate them to department leadership.
• Communicate product information, specifications, and basic pricing details as provided in company resources.
• Assist catalog or pricing discrepancies by gathering information and routing issues appropriately.
• Support sales and customer-facing teams by maintaining positive and professional customer interactions.
• Participate in training and learning opportunities to build knowledge of company products, systems, and tools.
• Follow departmental policies, procedures, and service expectations.
• Perform other assigned duties as needed.

Knowledge, Skills, Abilities 

• Intermediate skill in Microsoft Office applications 
• Passionate about providing exceptional customer experience. 
• Strong listening and problem-solving skills. 
• Ability to quickly learn new software, systems or processes.
• Strong communication skills (verbal and written) 
• Advanced technical knowledge of products and available options preferred.
• Detail orientation with a demonstrated level of accuracy. 
• Ability to manage escalations and resolve problems in a timely manner.
• Demonstrated experience with costing, pricing, quote preparation.
• Demonstrates the capability to effectively manage multiple projects or responsibilities concurrently.
• Ability to excel in a dynamic, high-pressure environment and collaborate effectively across various functional areas,
• Work well under pressure and meet deadlines.

Education and Experience

• Associate degree preferred (years of experience will be considered).
• 3 - 5 years related experience and/or training
• Experience using CRM/ERP Systems; Salesforce, Titan, or Doclink experience a plus.
• A minimum of 3 years of experience in a customer-facing support role (customer service, technical support, inside sales, etc.). 

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